Knock Your Socks Off Service Recovery

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Author:
Ron Zemke, Chip R. Bell

ISBN:
9780814470848

Format:
Paper or Softback

Price:
$17.95

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We have very competitive discounts starting at 5 copies, as well as personal service, for bulk orders.
Simply contact our Special Sales Department. Call 800-250-5308 or
212-903-8420 and ask for Special Sales. You can also email: SpecSlsWeb@amanet.org

Overview

"Cancelled flights, damaged goods, botched bills, locked-up
software--these are the service screw-ups that leave customers angry,
disgusted...and determined to never buy from you again!

But these mad-as-hell customers can be wooed back through skillful,
planned ""service recovery."" And, surprisingly, customers who
experience world-class Knock Your Socks Off service recovery become your
most loyal customers--and are a source of continuing business for years
to come.

Building on the popular, breezy approach of the Knock Your Socks Off
Service series, the authors provide managers with an upbeat primer on
creating a first-class recovery system. Enlivened by John Bush's witty
illustrations, the book explains:

* The economics of recovery--what it costs when you lose customers,
and how little it can cost to win them back

* The processes, policies, and technology a company must have to
ensure an effective, real-time recovery system

* The manager's role in sustaining an outstanding recovery
system--through training, coaching, empowering, supporting, inspiring,
and rewarding great service providers."

About the Author

"Ron Zemke (Minneapolis, MN) is president of Performance Research
Associates and author or coauthor of 25 books, including the
best-selling Knock Your Socks Off Service series, Generations at Work
(AMACOM 0-8144-0480-4), and Service America!

Chip R. Bell (Dallas, TX) is a senior principal with Performance
Research Associates and author or coauthor of 12 books, including
Managing Knock Your Socks Off Service (AMACOM 0-8144-7784-4), Customers
as Partners, and Beep, Beep: Competing in the Age of Road Runner."

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We have very competitive discounts starting at 5 copies, as well as personal service, for bulk orders. Simply contact our Special Sales Department. Call 800-250-5308 or 212-903-8420 and ask for Special Sales. You can also email: SpecSlsWeb@amanet.org